Senior Customer Support Advisor

Must be based on the US East Coast time zone. Checkit uniquely combines smart sensors and workflow software to provide the analytics and insights that complex organizations need to deliver a safer, more efficient and streamlined service to their customers. Our clients are spread across the healthcare, biopharma, assisted living, food service, retail and facilities management sectors. We are looking to add to our Customer Support team in the US with the addition of a Senior Customer Support Advisor. To be based on US East Coast time zone, working 9-5pm ET. We are looking for someone with curiosity to learn, strong ownership and a senior 2nd Line support background. You will be composed, positive and reliable, able to learn quickly, bring practical solutions to problems and lead by example. You will help others stay constructive and focused on outcomes when new ways of working are introduced, while owning complex issues end-to-end, coaching others and becoming a subject matter expert in our products and customer environments. The role provides remote technical support for Checkit customers and partners, responding to escalated enquiries in a professional, courteous, timely and effective manner. You will bring hands-on IoT and hardware diagnostics experience, including troubleshooting connected devices and hardware, reading logs and reports, using terminal tools and understanding connectivity issues such as network errors and NAT. You will work with customer IT teams to resolve why Checkit devices and telemetry are offline, unreachable or not updating, while supporting ticket triage, sharing knowledge and helping raise standards through coaching and continuous improvement. This is a great opportunity for someone with some experience in senior 2nd line technical support. What you'll be doing We're hiring for three things above all else: Growth Mindset & Ownership - humble, composed, positive, high say/do, learns quickly, brings practical solutions to problems, leads by example and helps others stay constructive and focused on outcomes when new ways of working are introduced. Senior Support Experience - senior 2nd Line background with a proven ability to own complex issues end-to-end, coach others, and become a subject matter expert in our products and customer environments. IoT & Hardware Diagnostics - hands-on troubleshooting of connected devices and hardware, including reading device logs and reports, using terminal tools, understanding common connectivity issues such as network errors and NAT, and working with customer IT teams to resolve why Checkit devices and telemetry are offline, unreachable, or not updating. What you'll also be doing: Responding to escalated customer enquiries in a professional, courteous, timely, and effective manner, ensuring customers feel informed and looked after throughout – including during complex or slow-to-resolve issues. Delivering remote technical support for all our Connected Automated Monitoring Plus (CAM+) and Connected Automated Monitoring (CAM/CWM) customers and partners. Providing coaching and direction to team members across our 1st and 2nd Line support teams in all aspects of system operation, and related controls. Maintaining accurate system records, databases, and configurations, including controlled software updates, system downloads, and in-house configuration testing. Building and maintaining strong knowledge of our products, connected systems, and customer environments to provide full and effective support to our customers. Delivering internal and external training on products, systems, and best practice, helping build capability across support teams and customers. Identifying weaknesses in procedures, reporting findings to line manager, and making recommendations for improvements. Proactively monitoring and investigating noticeable patterns in customer notification processes and/or incoming requests, and feeding useful trends to Product and Engineering teams. Owning daily ticket intake and triage, ensuring new and overnight tickets are promptly categorized and assigned. Providing occasional assistance with customer-facing quotes and scoping, supporting the commercial process where needed (desirable, not essential). Providing occasional weekend on-call support as part of the wider team rota. Working autonomously and always delivering great customer service, with a consistently high say/do ratio. Achieving all SLAs and KPIs relating to customer support performance. Maintaining healthy ticket queues, including consistent morning triage so new and overnight tickets are assigned and responded to within agreed timeframes. Continuously learning, improving your approach, and actively raising standards within the team through coaching and knowledge sharing. Working autonomously and always delivering great customer service, with a consistently high say/do ratio. Achieving all SLAs and KPIs relating to customer support performance. Maintaining healthy ticket queues, including consistent morning triage so new and overnight tickets are assigned and responded to within agreed timeframes. Continuously learning, improving your approach, and actively raising standards within the team through coaching and knowledge sharing. What we're looking for A background in IT or technical support is essential, with hands-on experience troubleshooting hardware and networking issues. Proven experience in a 2nd Line or senior support role, with a track record of owning complex issues end-to-end. Practical network diagnostics skills: ping, telnet/SSH, PuTTY or similar terminal tools, reading device logs and reports, and identifying why IoT devices and telemetry data are unreachable or not updating. Experience troubleshooting connected hardware: able to triage issues across device, network, and cloud layers and verify fixes in a real-world environment. Experience of working with remote software diagnosis tools would be advantageous. Well organized, accurate, and methodical, with strong problem-solving skills and a log-literate approach to troubleshooting; researches before escalating and picks up new systems and product environments quickly. Strong communicator and good listener, able to adapt style to technical and non-technical audiences, with a great phone manner and strong written English. Genuinely motivated to help customers, with the patience, empathy, resilience, and attention to detail needed to keep customers informed and supported in a fast-moving technical environment. What's in it for you We believe in building strong development plans, there will opportunities made available to you. As Checkit grows over time it is possible we may need to expand the teams further, so opportunities for progression into new roles/teams could be on the cards in the medium term. Checkit offer a range of benefits designed to give you the opportunity to learn and develop your skills, provide for your future, look after your routine healthcare, and feel protected if life throws you a curve ball. These include: Health coverage including dental and vision from first day of employment 401(k) scheme matched to 5% on completion of 4 months’ employment Life insurance worth $50k Accident insurance worth $50k